Eskaps Technical Manager Interview Questions and Answers

In my previous role, I used ticketing tools such as ServiceNow and JIRA to manage and track customer issues.

• ServiceNow

• JIRA

I have over 5 years of experience in technical support roles, troubleshooting hardware and software issues.

• Provided technical support to customers via phone, email, and in person

• Diagnosed and resolved hardware and software issues for both Windows and Mac systems

• Installed and configured software applications and drivers

• Assisted with network troubleshooting and setup

• Created and maintained documentation for common technic

VPN is a secure way to connect to a private network remotely. Network topologies refer to the layout of a network.

• VPN stands for Virtual Private Network and is used to securely connect to a private network over the internet.

• VPN encrypts data to ensure privacy and security while accessing the network remotely.

• Network topologies refer to the physical or logical layout of a network, such as bus, star, ring, mesh, or hybri...read more

I have a strong technical background, excellent problem-solving skills, and a passion for helping customers.

• Extensive experience in troubleshooting technical issues

• Strong communication skills to effectively assist customers

• Ability to work well under pressure and meet deadlines

• Proven track record of resolving complex technical problems

• Passionate about providing excellent customer service

I break down the issue into smaller parts, analyze each part thoroughly, and seek help from colleagues if needed.

• Break down the complex issue into smaller, more manageable parts

• Analyze each part thoroughly to identify the root cause

• Seek help from colleagues or experts if needed

• Document the steps taken and solutions implemented

I prioritize tickets based on urgency, impact, and SLA requirements.

• Assess urgency of the issue - prioritize critical issues that impact business operations

• Consider impact on users/customers - prioritize tickets that affect a larger number of users

• Adhere to SLA requirements - prioritize tickets based on agreed upon response and resolution times

• Use a ticketing system to track and manage priorities effectively